The basic steps to file a car insurance claim
File a claim by contacting your insurance company, reporting the accident or damage, and providing the information they request. Most insurers let you start a claim by phone, online portal, or mobile app within hours of the incident. The insurer will assign an adjuster who inspects the vehicle, reviews your documentation, and determines what your policy covers. From initial report to settlement, the process typically takes two to six weeks, though complex claims or disputes can take longer.
Speed matters because some insurers have time limits for reporting — often 30 to 60 days, though this varies by company and state. The sooner you report, the sooner the adjuster can inspect the vehicle while evidence is fresh. If you delay, the insurer may deny the claim or reduce the payout, arguing that the delay suggests the damage was pre-existing or unrelated to the incident you reported.
Key Takeaways
- Report the claim to your insurer within 24 to 48 hours of the incident, even if you are unsure whether you will pursue it.
- Gather photos of the damage, the accident scene, the other driver's information, and any police report number before you call.
- The adjuster inspects the vehicle and estimates repair costs; you can request a second estimate if you disagree with theirs.
- Your deductible is subtracted from the payout, so a $5,000 repair with a $500 deductible means the insurer pays $4,500.
- If liability is disputed or the claim is denied, you can file a complaint with your state insurance commissioner.
What information you need before you call
Gather these details before contacting your insurer: your policy number, the date and time of the incident, the location, a description of what happened, and the names and contact information of any other drivers or witnesses. If another vehicle was involved, get the driver's name, phone number, address, insurance company name, policy number, vehicle make and model, license plate number, and driver's license number. If a police report was filed, note the report number and the officer's name.
Take photos or video of the damage to your vehicle from multiple angles, the accident scene, road conditions, traffic signs, and any visible injuries. Do not move your vehicle unless it is unsafe to leave it where it is. If you moved it, note where it was originally and where you moved it to. Photos taken at the scene are stronger evidence than photos taken days later, because the insurer can see the when ready damage and the surrounding conditions.
If you were injured, seek medical attention and keep records of all treatment, prescriptions, and medical bills. Do not post about the accident on social media, and do not discuss fault or settlement amounts with the other driver or their insurer before your adjuster contacts you.
How to report the claim to your insurer
Contact your insurance company using the phone number on your policy card, their website, or their mobile app. Have your policy number and the information you gathered ready. The representative will ask you to describe what happened, confirm your coverage, and explain what you are claiming for — vehicle damage, medical bills, rental car costs, or a combination. They will tell you your deductible and give you a claim number.
Ask the representative when an adjuster will contact you and whether you need to do anything before then. Some insurers schedule an inspection within 24 hours; others may take several days. If your vehicle is not drivable, ask whether the insurer will arrange a tow or whether you need to arrange it yourself. Some policies cover towing; others do not. If you are unsure, ask the representative to confirm what your policy covers before you pay for a tow out of pocket.
Request a written confirmation of your claim by email or through the insurer's online portal. This confirmation should include your claim number, the date reported, the type of claim, and the next steps. Keep this confirmation and all future correspondence in one place — a folder or email label — so you can reference it later if questions arise.
The adjuster's inspection and damage estimate
The adjuster will contact you to schedule an inspection, usually at a repair shop, your home, or a location of the insurer's choosing. Bring your policy card and a photo ID. Walk through the inspection with the adjuster and point out all damage, including damage you may have noticed after the initial report. The adjuster takes photos, measures damage, and estimates repair costs using industry databases and their experience.
The adjuster's estimate becomes the basis for the payout. If you disagree with the estimate — for example, if it seems too low or if it does not account for all damage — you have the right to obtain a second estimate from an independent repair shop or a shop of your choice. Some insurers will split the difference between their estimate and yours; others will use the higher estimate. Ask your adjuster what the process is for disputes before you leave the inspection.
The adjuster will also determine whether the damage is covered under your policy. If you have collision coverage, damage from an accident is covered minus your deductible. If you have comprehensive coverage, damage from theft, weather, vandalism, or hitting an animal is covered. If you have only liability coverage, your own vehicle damage is not covered at all. The adjuster will explain which coverage applies to your claim.
Deductibles and how they affect your payout
Your deductible is the amount you pay out of pocket before the insurer pays anything. Common deductibles are $250, $500, $1,000, and $2,500. If your repair estimate is $5,000 and your deductible is $500, the insurer pays $4,500 and you pay $500. If the repair estimate is $400 and your deductible is $500, the insurer pays nothing because the damage is less than your deductible.
You chose your deductible when you bought the policy. A higher deductible lowers your monthly premium but means you pay more if you have a claim. A lower deductible raises your premium but means you pay less out of pocket when you claim. You cannot change your deductible after an accident; it is locked in at the time of the incident.
If your vehicle is totaled — meaning the repair cost exceeds 70 to 80 percent of the vehicle's value, depending on your state — the insurer pays the actual cash value of the vehicle minus your deductible. The actual cash value is what the vehicle was worth the day before the accident, not what you paid for it or what you still owe on a loan. The insurer uses databases like NADA Guides or Kelley Blue Book to determine this value, but you can challenge it if you believe it is too low.
What happens after the adjuster's report
After the inspection, the adjuster prepares a report and sends it to the claims department. The claims department reviews the report, confirms that the damage is covered, and authorizes payment. You will receive a settlement offer that states the amount the insurer will pay, what it covers, and your deductible. This usually arrives by mail or through your online account within one to two weeks of the inspection.
If you accept the settlement, the insurer issues payment. The payment method depends on your insurer — some send a check to you, some send it to you and the repair shop jointly, and some send it directly to the repair shop if you authorize it. If the repair shop is doing the work, coordinate with them about how they want to receive payment. Some shops will wait for the insurance check; others require you to pay your deductible upfront and then bill the insurer for the rest.
If you disagree with the settlement amount, you can request a review or file a complaint with your state insurance commissioner. You can also hire a public adjuster or an attorney to negotiate on your behalf, though this is more common in large or disputed claims. For minor disagreements, asking the adjuster to reconsider is often faster and cheaper than hiring representation.
Disputes and what to do if your claim is denied
An insurer may deny your claim if they determine the damage is not covered under your policy, if you did not report the claim within the time limit, or if they believe you caused the damage intentionally. They may also deny it if you failed to maintain the vehicle or if the damage was pre-existing. The denial letter must explain the reason and cite the policy language that supports the denial.
If your claim is denied, review the denial letter carefully and check your policy to see whether the insurer's interpretation is correct. If you believe the denial is wrong, contact your insurer's appeals department and request a review. Provide any additional documentation that supports your position — for example, repair records showing the vehicle was well-maintained, or informed testimony that the damage matches the incident you reported.
If the insurer upholds the denial, you can file a complaint with your state insurance commissioner. The commissioner's office investigates complaints and can pressure the insurer to reconsider. This process is free and does not require a lawyer. If the amount in dispute is large enough to justify the cost, you can also hire an attorney or pursue a lawsuit, though most disputes are resolved through the commissioner's office or direct negotiation.
Frequently Asked Questions
How long do I have to report a claim?
Most insurers require you to report within 30 to 60 days of the incident, though some allow longer. Check your policy or call your insurer to confirm the important date. Reporting within 24 to 48 hours is safer and gives the adjuster time to inspect while evidence is fresh.
Can I choose my own repair shop?
Yes. Your insurer cannot force you to use a specific shop, though they may have a network of preferred shops that they work with regularly. If you use a non-preferred shop, the insurer still pays based on their estimate, so you may pay the difference if the shop's actual costs are higher.
What if the other driver's insurance is disputing fault?
Report the claim to your own insurer regardless of fault. Your insurer handles the dispute with the other driver's insurer through a process called subrogation. You do not have to negotiate with the other driver or their insurer directly. Your adjuster will guide you through what to do next.
Do I have to use the insurer's estimate for repairs?
No. You can use any licensed repair shop. If the shop's estimate is higher than the insurer's, ask the insurer to review the difference. Some will adjust their estimate; others will not. You can pay the difference yourself or get a second estimate to challenge the insurer's figure.
What if my vehicle is still under a loan or lease?
If you owe money on the vehicle, the lender or lessor is listed on your policy as a lienholder. The insurance payout goes to the lender first to pay off the loan, and you receive any remaining amount. If the vehicle is totaled and you owe more than it is worth, you are responsible for the difference unless you have gap insurance.